Job Description:
Job Title – Director, Systems Services and Support
The Purpose of This Role
We are seeking a dynamic and experienced hands-on people manager to lead the Major Incident Management (MIM) team of Fidelity Service Center within Enterprise Infrastructure & Operations. This role requires strong leadership, operational excellence, and a deep understanding of major incident management processes. You will be responsible for managing a team that handles high-impact incidents, ensuring rapid resolution, minimizing business disruption, and driving continuous improvement. By embodying Fidelity’s values and agile leadership principles, you will help cultivate a culture of accountability, collaboration, and operational resilience.
The Value You Deliver
- Lead, mentor, and develop a high-performing Major Incident Management team bringing your experience in a fast-pace and high-impact environment.
- Assisting team in active calls to ensure timely and effective resolution of major incidents, coordinating across technical and business teams.
- Establish and enforce MIM processes, escalation protocols, and communication standards.
- Provide leadership during high-severity incidents, acting as the primary point of contact for stakeholders.
- Ensure all managed incidents and driving to mitigation and root cause analysis and post-incident reviews to identify improvement opportunities.
- Collaborate on unusually complex cross-functional and/or cross-organizational problems and provides solutions that are creative and strategic
- Awareness and monitoring of managed incident trends and metrics to proactively address systemic issues.
- Represent the MIM function in leadership forums, providing updates on incident trends, risks, and strategic initiatives.
- Demonstrates an in-depth understanding of the business and has experience in a variety of life cycle methodologies
- Applies technologies, methods and concepts to maximize functional/operational capabilities while optimizing the use of resources by proposing and analyzing decisions and seeking and applying optimum mix of technology versus resources to meet business goals.
- Adapts leadership style and management to situation at hand while thriving in an unstructured, ambiguous situation and comfortably handles risk and uncertainty.
Metrics and Measurement
Success in this role will be measured through a combination of operational performance indicators, team effectiveness, and strategic impact. Key metrics include:
- Mean Time to Acknowledge (MTTA) and Mean Time to Restore (MTTR) for major incidents.
- Volume and trend analysis of major incidents handled monthly/quarterly.
- Root Cause Analysis (RCA) completion rate and quality of post-incident reviews.
- Adherence to SLAs and OLAs, including escalation timelines and resolution targets.
- Reduction in repeat incidents through proactive problem management.
- Team performance metrics, including on-call effectiveness, training completion, and engagement scores.
- Process maturity and compliance with ITIL and internal governance standards.
- Automation and tooling adoption for incident detection, response, and reporting.
- Quality of incident resolution and documentation, ensuring high standards are consistently maintained and knowledge is effectively captured for future reference.
The Skills that are Key to this role - Technical / Behavioral
Technical Skills:
- Deep understanding of ITIL-based Incident, Change, and problem management practices.
- Deep technical knowledge with large scale enterprise infrastructure components (e.g. networks, servers, databases, cloud platforms, batch processing).
- Experience with third party external vendors management (e.g. Microsoft, AWS, Salesforce)
- Experience with ITSM platforms and communication tools (e.g.ServiceNow, Microsoft Teams)
- Familiarity with SLDC and automated deployment pipeline
- Ability to assess technical issues quickly and coordinate effective mitigation strategies.
- Deep Technical knowledge of utilizing observability platforms and Event Management monitoring tools (e.g., Splunk and Datadog)
- Understanding and managing adherence to OLAs and SLAs
- Ability to understand highly complex and detailed technical architecture and platform diagrams
- Experience in Business Continuity, High-Availability and Disaster Recovery
- Leverages experience, technologies, methods, and concepts to maximize functional/ operational capabilities, for multiple complex projects.
Behavioral Skills:
- People Leadership: Proven ability to lead, coach, and develop high-performing technical teams.
- Strategic Thinking: Ability to align team objectives with broader business goals and anticipate future capacity needs.
- Collaboration & Influence: Strong interpersonal skills to work effectively with cross-functional teams and senior stakeholders.
- Communication: Clear and confident communicator, capable of translating technical insights into business-relevant language.
- Decision-Making: Sound judgment in prioritizing tasks, resolving conflicts, and managing team dynamics.
- Adaptability: Comfortable navigating change and ambiguity in a fast-paced enterprise environment.
- Accountability: Strong sense of ownership and commitment to delivering results through others.
The Skills that are good to have for this role.
- Experience working on global delivery models.
- Familiarity with automation, event management for incident detection and resolution.
- Experience leading cross-functional IT operations or service management teams.
- Change management and organizational agility.
- Previous experience in a Financial Services Organization and US based organizations
- Solid Communication skills, with ability to summarize and articulate impact with an emphasis on Executive Communication
- Ability to train mentor, coach and team members - colleagues on Technology Solutions
The Expertise We’re Looking For
- Bachelor’s degree in IT, Computer Science, or a related field.
- 15+ years of experience in IT operations or service management.
- Proven leadership in managing, mentoring, and developing operational teams.
- Strong communication skills with the ability to engage across all levels.
- Solid understanding of enterprise infrastructure and incident management.
- Quick learner with adaptability to evolving technologies and priorities.
- Customer-focused, professional, and collaborative approach.
- Analytical mindset with attention to detail and structured problem-solving.
- Experience working in global, cross-time-zone environments is a plus.
How Your Work Impacts the Organization
Fidelity Service Centre, which is part of the Fidelity EI&O (Enterprise Infrastructure & Operations) India plays a critical role in supporting global operations, including 24x7 incident response. The Major Incident Management team ensures that critical IT services remain available and resilient by managing and resolving high-severity incidents efficiently. This function is vital to maintaining business continuity, protecting customer trust, and supporting Fidelity’s operational excellence.
Location: Chennai
Shift timings: 6:00 AM to 3:00 PM
Certifications:
Category:
Information TechnologyCompany overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.
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Join us
At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.
Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to [email protected], or by calling 800-835-5099, prompt 2, option 3.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
Benefits that adapt to everything life sends your way
Medical, accident, and life insurance
National Pension System with employer contribution
Family health services
Childcare allowance
Fidelity is invested in you
Committed to Professional Development
At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.
We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.
Continuing Education & Training
- Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
- Video-based training for technology, leadership, management & more.
- Ongoing skills development and coaching opportunities.
- Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
- A range of talent development programs to support career mobility.
Mentoring
- Utilize the skills of experienced leaders to enrich your career.
- Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
- An open atmosphere of knowledge sharing and collaboration.
- Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.
Our Commitment to Diversity and Inclusion
"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments
At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.
Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.
These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.
- Over 22K employees participate in an affinity group.
- Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
- 74% increase in affinity group memberships over the last three years.
Giving Back to Our Communities
Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.
Fidelity Cares
- Provides associates with opportunities to actively volunteer and share their talents.
- Hosts numerous company-wide volunteer events (in-person and virtual).
- Partners with nonprofit organizations to support our local communities.
- More than 12,000 associates donate time annually – from interns to SVPs.
- Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.
Fidelity Charitable®
- Created to make it easy for people to support charitable organizations they care about.
- Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
- Supported more than 300,000 unique charities around the world.
- Since its inception, more than $42 billion has been given to public charities.
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